Shavon Thomas
Philadelphia
Summary
Dedicated leader and highly motivated team player with first-rate customer service skills, attention to detail, immense problem solving capabilities, impeccable communication and interpersonal skills; along with the desire to consistently exceed customer expectations and meet organizational goals in both a remote and on-site work environment. Proficient in Outlook, Teams, Zoom, Slack, Webex and Skype, dedicated to maintaining peak productivity and fostering a positive remote and on-site work culture. Eager to contribute dynamic remote and on-site work strategies and a track record of success.
Overview
12
12
years of professional experience
Work History
Online Banking Representative
S3 Shared Service Solutions
01.2024 - Current
- Provide exceptional support and service to members via digital communication channels, such as chat, email, and video calls, ensuring a positive and seamless member experience.
- Educate members in online and mobile banking applications.
- Data Entry
- Execute wire transfers, stop payments and account transfers.
- Handle various accounting transactions.
- Train new hires on member service policies and procedures.
Health Assistant
Accolade
09.2020 - 04.2023
- Advocating for members and their families when it came to their health as well as helping to understand the complex healthcare system
- Assisted clients with issues pertaining to their health benefits
- Actively listen for contextual red flags and uncover barriers and medical issues
- Managed and assisted with claims
- Answered over 100 calls and mobile messages per day
- Scheduled both virtual and in person doctor appointments
- Acted as a health advocate to help members get proper care
- Used technology data to gain better understanding of needs clients may not have been voicing
Customer Service Representative
Vibra Health Plan
08.2021 - 09.2021
- Assisted members over 65 with questions pertaining to their upcoming Medicare benefits
- As well as providers needing member's plan information or benefit details
- Answered over 80-90 high volume calls per day
- Compared benefits and plans for upcoming plan year, quoted premiums and accumulators
- Went over claims
- Scheduled rides for member's appointments
- Handled customer inquires and suggestions courteously and professionally
Record Retrieval Specialist
Magna Legal Services
01.2019 - 01.2020
- Created and put together Subpoenas and Authorizations to obtain medical, billing, radiology, workers comp, employment and EMS records
- Sent documents to opposing counsel and facilities
- Created and updated records with new files or information
- Followed up with record custodians to verify that requests were received and to make sure that records would be sent by date requested
- Retrived, sorted, copied and filed all documents and paperwork
- Strickly adhered to confidentiality dictations to safeguard information
Benefits Specialist
Amerihealth
09.2018 - 10.2019
- Provided outstanding service to both new and long standing members by attending closely to concerns and developing solutions
- Provided member benefit updates and plan information
- Quoted accumulators for both Family and individuals
- Assisted with provider and facility look ups
- Both In and OON
- Assisted members in making payments on accounts and setting up payments plans
- Assisted with medical claims
- Ordered new medical ID cards for members
Patient Service Representative
Penn Medicine
04.2018 - 09.2018
- Scheduled and registered patients in the pulmonary department using the Epic system
- Sent messages to MDs and medical teams from patient , pharmacist, home care nurses, other doctors , facilities and DME companies
- Sent out prescription refills and renewal requests
- Submitted pre-authorizations for medications , testing and surgery procedures
- Supported hospital and clinical operations using customer service skills and detailed system knowledge
- Referred patients to appropriate professionals and services
Team Lead/ Over 65 Enroller
The Results Companies
08.2015 - 03.2017
- Company Overview: Formerly Corporate Call Center, Inc
- Lead a team while handling the AEP (Annual enrollment Period) for BCBS of IL, TX, NM, OK and MT
- Answered over 100 High volume calls per day
- Reviewed customer survey info to prioritize areas of improvement
- Routinely collaborated with department managers to correct problems and improve services
- Data entry, faxed and mailed applications out to members
- Monitored team progress and enforced deadlines
- Directed and supervised a team of 80
- Formerly Corporate Call Center, Inc
Front Desk Receptionist
PC Tax Services
01.2013 - 07.2015
- Welcoming guest, clients and employees
- While assisting clients with paperwork to prepare for tax filing
- Answered high volume calls and email inquires
- Filed paperwork and organized computer-based information
- Wrote reports, executive summaries and newsletters
- Screened personal and business and directed them to the appropriate Party
- Organized and attended meetings, including compiling all documents and reports ahead of time
- Executed basic banking and bookkeeping tasks
Education
High School Diploma -
Hope Charter High
Philadelphia, PASkills
- Proven written and oral communication skills
- Remote Communication Etiquette
- Data entry
- Interpersonal Skills
- Cross-Cultural Communication Skills
- Excellent Customer service orientation
- Mastery of Microsoft Office
- Mastery of Google Suite
- Outstanding organizational abilities
- Outstanding multitasking abilities
- Outstanding problem-solving abilities
- Cross-team Collaboration
- Easily Adaptable
- Claims and billing specialist
- Internet Savvy
- Light Bookkeeping
- Scheduling
Timeline
Online Banking Representative
S3 Shared Service Solutions
01.2024 - Current
Customer Service Representative
Vibra Health Plan
08.2021 - 09.2021
Health Assistant
Accolade
09.2020 - 04.2023
Record Retrieval Specialist
Magna Legal Services
01.2019 - 01.2020
Benefits Specialist
Amerihealth
09.2018 - 10.2019
Patient Service Representative
Penn Medicine
04.2018 - 09.2018
Team Lead/ Over 65 Enroller
The Results Companies
08.2015 - 03.2017
Front Desk Receptionist
PC Tax Services
01.2013 - 07.2015
High School Diploma -
Hope Charter High
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